Customer Service Representative
Baladi Express
Total years of experience :11 years, 6 Months
- Responding to customer inquiries via chat, email, or phone in a timely and professional manner.
● Assisting customers with order placement, tracking, and returns.
● Resolving customer complaints and issues efficiently and courteously.
● Providing product information and recommendations to customers.
● Troubleshooting technical problems with the app or website.
● Collaborating with other departments, such as logistics or IT, to ensure customer satisfaction.
● Maintaining accurate records of customer interactions and transactions.
● Continuously seeking ways to improve the customer experience and suggest process enhancements.
● Adhering to company policies and procedures, including privacy and security guidelines.
● Spearheaded customer service initiatives in a dynamic call center environment, significantly enhancing
customer satisfaction and loyalty through personalized and efficient service delivery.
● Implemented advanced call management strategies, reducing average response times by 20% while maintaining a 98% customer satisfaction rate.
● Led a customer feedback analysis project, integrating insights into service improvement strategies that resulted in a 15% increase in customer retention.
● Developed and facilitated a comprehensive training program for new customer service representatives, focusing on empathy, product knowledge, and problem-solving, elevating team performance by 25%.
Provide accurate information about products, services, and company policies.
● Respond to customer inquiries via phone, email, chat, or social media in a professional and timely manner.
● Resolve customer complaints and issues efficiently and courteously.
● Process orders, returns, and exchanges.
● Collaborate with other departments to ensure prompt resolution of customer concerns.
● Keep detailed records of customer interactions and transactions.
● Identify and escalate priority issues to the appropriate channels.
● Stay updated on product knowledge and company policies.
● Continuously strive to improve the customer experience and suggest process enhancements.
● Maintain a positive and empathetic attitude towards customers at all times.
● Delivered exceptional customer service in a high-volume call center, managing over 150 daily customer
interactions with a focus on swift and effective resolution of inquiries and issues.
● Played a key role in a task force that revamped the call center's operational protocols, improving efficiency
and customer service quality, evidenced by a 30% reduction in call waiting times.
● Initiated and led a cross-departmental collaboration effort to align service delivery with customer
expectations, enhancing overall customer experience and contributing to a 20% growth in customer satisfaction scores.
courses: ICDL (international computer driving liciens )